GBS Service Management€¦ · AskMe leaves the opportunity to add other services in the future!...

GBS Service Management AskMe (ServiceNow) Implementation

1 Confidential and proprietary business information of Givaudan

1. Service Management Platform

2. Roadmap and partners

3. Lessons Learnt

4. Statistics since go live

5. Next Steps

Confidential and proprietary business information of Givaudan 2

Agenda


Service Management Overview A single service management tool will be key enabler for the framework

Benefits

Drive harmonization in service mgmt. across Functions, E2E Processes, etc.

Measure consistently and exhaustively across GBS Functions, E2E Processes

Ease cross-team collaboration by avoiding further fragmentation of landscape

Leverage extensive and integrated capabilities of a leading service mgmt. suite

Drive continuous improvement

it will replace several existing tools while providing enhanced capabilities

21 February 2017 Confidential and proprietary business information of Givaudan 4

Why Do We Need a Service Management Platform?

Enabling a single, global system of engagement

Providing employees relevant

information and follow up

Prioritising the right

cases

Getting questions, issues and responses to the right person

every time

Available any device any where any time Bringing topics

together – one GBS experience

Enabling continuous

improvement analysis

a cross-functional team analysed and assessed the Service Management market against the Givaudan requirements

21 February 2017 Confidential and proprietary business information of Givaudan 5

Selecting Our Service Management Platform

What process did we follow?

Tool capabilities

Functional requirements

User interface and ergonomics

Supporting materials and communities

Integration with Givaudan

technology

5 decision criteria

AskMe is an easy to use platform that connects employees to the services and solutions they need in the most efficient way possible. .


What is AskMe?

Positionning

December 14th, 2017 Confidential and proprietary business information of Givaudan 7


What it looks like for you

Access to a service

I don’t know how to get a service

AskMe puts me in touch with a colleague to help me get the service I need

AskMe tells me where to go to get the service I need (SAP, Engage, Chili, CONCUR, OSS, etc…)


I have an issue with a service

AskMe puts me in touch with a colleague to help me with my issue

What it looks like for you

Issue with a service


Scope

Environment, Health and Safety +

Sustainability

Finance and Controlling

Human Resources

Information Management and Technology

Source to Pay Enterprise Data Management

*

* AskMe replaces and optimises existing GSD functionalities

Pre

vio

us o

ffer

AskMe leaves the opportunity to add other services in the future!


Today’s offer

HR

Finance and Controlling IM&T

EDM

EHSS

Source to Pay

• EHS Process Risk

Analysis (PRA)

• EHS project

initiation

• Specific EHS tools

access

• EHSS

questionnaires

• System guidance in Chi i

SRM

• Supplier dispute and non

conformity

• Payment clarification &

invoice related inquiries

• Process Supplier’s

invoice

• Travel and expenses

help & maintenance

• Computers, tablets and

peripherals • Telephony services

• Business Applications • Productivity tools

(software)

• Inter-Company

accounting • Fixed Assents

accounting

• General HR Services • Talent Acquisition • Development • Performance

Management • Talent & Succession • Learning • Master Data • HR Systems Support

• Mass Master Data

maintenance • Master data

extration • EHSS Poison

Centre notification

• Vendor, customer,

material creation&

update

EHS and Sustainability

AskMe

Demo

12

13



3. Lessons Learnt


5. Next Steps


Agenda


AskMe (ServiceNow) Implementation Releases and Roadmap

Foundation

•Core Platform Setup

•Common Components Setup

Pilot and R2

•EHSS

R3

•EHSS

•STP

•HR (General GBS HR Queries)

•FICO

•EDM

•IM&T (GSD replacement) Ph2 – Incidents, Requests, Problem, e-bonding

R4

•HR (expanded/additional services)

•Corporate Compliance

•Stabilization and improvement

R5

•HR translated portal

•IM&T (GSD replacement) Ph 3 – Change Request

•Stabilization and improvement

2017 2018

May

Jun 14 – Pilot Aug 23 – Launch

Feb 25/26

Big Comms

Apr 25 July18


Integration partners and project governance

Steering Committee

Business Validation Committee

IM&T Architectural Committee

Business Users (Team Members)

Papillon Stream Product Owners

Global Product Owner

Global Scrum Master / Project Manager / ServiceNow Release Manager

Solution Competency

Centers

Proxy Product Owner

Change Management

IM&T Solution Project Office / Papillon IT Enabler

External Partners

EY Engage ESM

Application Support

Team

Regional and Local IT

HR IS



3. Lessons Learnt


5. Next Steps


Agenda

Which position in the IT offer - Knowledge vs Information vs

Service?

Common vocabulary (request, service, analyst…)

One single helpdesk or by function?

Which channels?

How to increase portal adoption?

How to manage multilanguage?

Amazon like Service catalogue


Lessons Learnt and challenges

System of Engagement and System of Record

The line between SE and SR is

becoming increasingly blurred. SE’s

such as ServiceNow are becoming

increasingly good at service

fulfillment. SR’s such as SAP are

becoming increasingly good at

engaging their users.

We use a set of considerations to

agree on the optimum architecture

for each service portfolio.

It is also worth bearing in mind this is

a journey; we may begin focusing

primarily on customer engagement

and mature provider functions over

time.

19

Customer

Service Provider

External Knowledge

• Service requests

• Questions

• Approvals

• Alerts/notifications

• Knowledge/FAQ’s

• Dashboard/reports

• Questions

• Updates

• Approvals

• Alerts/notifications

• Knowledge/FAQ’s

• Dashboard/reports

• Assignments

SLA Engagement workflows

Fulfillment workflows

OLA

Internal Knowledge

System of record

System of engagement

Service Catalog

Confidential and proprietary business information of Givaudan

Contract

Showback



3. Lessons Learnt


5. Next Steps


Agenda


• Users who accessed AskMe (both end users and analysts) • Total users visit since go-live (Feb 25) – 7100 users • Users accessing the portal for the first time (captured only on Feb 27 onwards)

Key Statistics

As of June 6


Total requests: 128.201

Total forms submitted in the portal: 27.962

Top 10 forms submitted in the portal:

Key Statistics

Forms submitted in the portal


Customer Satisfaction Survey

Services provided by analysts – as of June 6

Note: AskMe response rate since Go Live: 15% / 9985 responses (66677 survey sent) • Survey is sent for every solved

case, request or incident.

78%

16%

3% 3%

Overall customer satisfaction

Very satisfied Satisfied Dissatisfied Very dissatisfied



3. Lessons Learnt


5. Next Steps


Agenda

Confidential information of Givaudan 25

Focus points based on cross-functional alignment:

• Engaging the users of AskMe for improved usage of the tool

• Collecting feedback on AskMe and identifying improvement points that enhance the customer experience

• Further enhance the cross functions collaboration – on specifics and service connections.

• Improving the service articles, simplifying request forms, connecting services

Next steps

Confidential and proprietary business information of Givaudan

Confidential business and proprietary information of Givaudan, may not be copied or distributed to anyone without the express written permission of Givaudan

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Thank you

Contact Laurent Guerre GBS Service Management

26 Confidential and proprietary business information of Givaudan

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GBS Service Management€¦ · AskMe leaves the opportunity to add other services in the future!...

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